About the Company
About the Position
At RESTORE-Skills, we're not just a company; we're a movement. We're transforming how therapy and skill-building services are delivered across the healthcare continuum by harnessing the power of gamification. We're looking for a high-energy, go-getter to join our team as Engagement Manager, ready to change the world with us.
- Associate's Degree or higher in a relevant field
- Experience in recreation, customer support, or a similar field (1+ years preferred)
- Residing in Northeast Ohio or Northeast New Jersey - our team has offices in Akron, OH, and Kearny, NJ, and there will be days for on-site work and collaboration.
- Proficiency with Google Drive, Google Meet, Zoom, Slack, and all social media platforms
- Familiarity with HubSpot or a similar CRM system
- Knowledge of Customer Success methodologies
- A valid driver's license with the ability to travel once every two months or as required
Customer Relationship Management:
- Cultivate strong relationships with RESTORE partners and clients.
- Provide an exceptional onboarding experience for new clients.
- Identify and develop RESTORE user champions within client organizations.
- Drive the adoption of the RESTORE platform among clients.
- Assist users with technical support for the RESTORE platform.
- When needed, initiate proactive communication with assigned accounts through emails, calls, Executive Reviews, and in-person events.
- Monitor customer deployments, utilization, Net Promoter Score (NPS), and other key customer data using HubSpot.
- Relay the "voice of the customer" feedback to leadership and contribute to strategic initiatives and product improvement.
Retention & Sharing Success:
- Collaborate with the marketing team to document success stories and use cases for case studies, blog posts, and other marketing objectives.
- Support customer events (webinars, conferences, etc.) by developing collateral, promotional activities, and cross-collaboration with the marketing team.
- Ensure client retention among assigned accounts.
- Identify potential risk factors within assigned accounts.
- Demonstrate expertise in navigating the RESTORE platforms effectively.
- Train external teams on using the RESTORE platforms.
Requirements for Remote Work:
- Reliable Internet Connection: A stable, high-speed Internet connection is required to access work-related systems and communication tools consistently.
- Home Office Setup: A designated workspace in a quiet and comfortable environment is essential for productive work, with suitable furniture, lighting, and ergonomics.
- Technical Equipment: The company provides a computer or laptop meeting its specifications, necessary software, and any additional tools required for the role.
- Availability and Working Hours: Clearly defined working hours and expectations for availability and flexibility to accommodate meetings and collaboration across time zones if applicable.
- Communication Skills: Effective communication skills, with prompt responses to emails, phone calls, and virtual meetings.
- Data Security and Confidentiality: Adherence to data security and confidentiality policies, including using VPNs, secure file storage, and compliance with company policies.
- Time Management: Strong time management skills to meet deadlines, manage tasks efficiently, and maintain work-life balance.
- Adaptability: Capability to adapt to a remote work environment, including occasional changes in workflow, technology, or processes.
- Technical Proficiency: Proficiency in using digital tools, software, and collaboration platforms, along with a willingness to learn and adapt to new technologies.
- Performance Metrics: Meeting performance goals and Key Performance Indicators (KPIs) set for the role.
If you wish to be considered for this position, please send your resume and cover letter to our VP of Customer Success, Amanda Capone, at firstname.lastname@example.org.